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The PSAP Manager's Toolkit

When PSAP managers need help optimizing most components inside their 9-1-1 centers, many answers can be found by reading a user’s manual or calling technical support. But what about the human element? How can you be sure that you are getting the most out of yourself and your employees?

The PSAP Manager’s Toolkitis designed to provide attendees with the knowledge and skills necessary to be an effective leader. Whether your are new to public safety agency management, or are a seasoned veteran looking to learn some new techniques, this suite of courses will help you understand the myriad issues faced by today’s managers and provide you with proven methods for approaching and improving your PSAP’s everyday operations.

NENA Courses - PSAP Manager's Tool Kit

When PSAP managers need help optimizing most components inside their 9-1-1 centers, many answers can be found by reading a user’s manual or calling technical support. But what about the human element? How can you be sure that you are getting the most out of yourself and your employees?

The PSAP Manager’s Toolkit is designed to provide attendees with the knowledge and skills necessary to be an effective leader. Whether your are new to public safety agency management, or are a seasoned veteran looking to learn some new techniques, this suite of courses will help you understand the myriad issues faced by today’s managers and provide you with proven methods for approaching and improving your PSAP’s everyday operations.

This one of a kind, two-day offering is designed for current or prospective 9-1-1 center managers looking to maximize their potential. The goal of this class is to empower attendees to adopt a new view of their roles as managers, mentors, and leaders with a strong focus on team building in the uniquely challenging PSAP environment.

Students will work to become more effective supervisors by exploring topics including selection and hiring processes, adult learning, the importance of standard operating procedures, building motivation and morale, problem solving, core values, dealing with non-compliant personnel, corrective strategies, and remediation and re-education. Beyond that, group activities will give those on hand the tools they need to improve their interviewing skills, create employee action plans, and engage in real-world problem solving utilizing situations pulled from every-day PSAP li

It’s not the title that one attaches to their name, but the ability to effectively manage, motivate, and mediate that makes a person a leader. This course is for current or soon-to-be PSAP supervisors who wish to enhance their understanding of the tools and traits necessary for effective leadership in the communications center.

By focusing on the interpersonal elements common to the 9-1-1 center and discussing different manners of leadership, attendees will learn how to move from a transactional style of leadership to a more productive transformational style that utilizes remediation, interest-based negotiations, and re-framing tools to ensure the focus remains on people. The class also explores the benefits of knowledge of self, staff, organization, and the world. With heightened self-awareness and some new and useful techniques, attendees will return to their jobs with an increased ability to lead their team and meet their personal and professional goals.

9-1-1 is evolving and so is the makeup of communications center workforce. As PSAPs prepare for next generation technology, they must also prepare for next generation telecommunicators. Although the ability to utilize cell phones, text messaging, and the internet have created a new breed of worker who is comfortable with technology, challenges may arise when trying to communicate with these Generation Y-ers (born 1981-2000).

By preparing for them and the Millenials (born after 2000), we can determine how they will affect the inter-employee dynamic within the PSAP. By learning about the work ethics, motivations, and values held by the younger generations, PSAP managers can engender better communications, improve morale, and create a new generation of leaders. Through attending this course, 9-1-1 professionals – from the manager to the telecommunicator – will obtain a better understanding of their co-workers and lea

Keeping a PSAP fully staffed can be a challenge for any agency. The desire to keep console seats filled paired with the need to fill them with qualified and reliable employees is one of the more difficult tasks 9-1-1 Centers can face. The next phase of this process is retaining the employees you have hired by actively investing in their careers as public safety professionals.This course provides information on how to positively promote a career in the Emergency Communications field. Areas of review include how to clearly define minimum qualifications and how to determine proper staffing levels. Additionally, the course will provide information on how to keep the seats filled once the hiring process is complete. This portion will include training, performance measurement, work environment, and recognition.